Billing / Customer Service Representative

Billing / Customer Service Representative

Buffalo, New York

Merchants Insurance Group, is a leading Property and Casualty Insurer in the Northeast, and is looking for an experienced Billing / Customer Service Representative for our Buffalo, NY location.

The Billing / Customer Service Representative will become part of a dedicated Customer Service team focusing on building and maintaining effective relationships with the various customers through effectively and efficiently responding to billing inquiry calls and capturing billing information.

Merchants Insurance Group, rated A- (Excellent) with a positive outlook by the A.M. Best Company, is proud to be one of Buffalo Business First’s Best Places to Work in Western New York (2023, 2024), a Fast Track company (2019-2024), and a Top Private Company (2019-2024). Merchants has been granted Ward’s 50 designation as a top-performing property-casualty insurance company for four consecutive years. In October 2024, Newsweek and Statista included Merchants Insurance Group on their first-ever America’s Most Reliable Companies list, which highlights organizations that other companies can feel confident doing business with in 2025. Of 1,500 B2B companies evaluated, Merchants was one of only 300 companies to make the list.

Merchants offers its colleagues a Hybrid work schedule. The Hybrid work schedule requires 8 full days per month in the office, with the option to work the remaining days at home or in the office. This exciting Hybrid Work benefit offers colleagues a flexible work schedule with the ability to remain connected with their Merchants team and colleagues.

Essential Duties and Responsibilities include, but are not limited to:

• Provides customer service to policyholders and agents over the phone at a level that is consistent with Merchants Insurance Group’s Billing and Customer Service quality and production goals.
• The Billing / Customer Service Representative will be the primary contact with agents, policyholders and internal colleagues. Will provide assistance with researching and resolving all billing inquiries via incoming telephone calls, mail, email and fax inquiries from agents, policyholders or regional offices within 24 hours of the inquiry.
• Responsible for processing electronic payments for both insureds and agents.
• Ensures payment calls are properly recorded and documented within ImageRight.

Qualifications & Skills:

• The ideal candidate will be a high school graduate or GED.
• A minimum of one year customer service experience and/or insurance experience.
• Experience in a fast-paced work environment.
• Excellent communication skills both oral and written.
• Microsoft office experience along with proven organizational skills are required.
• Prior ImageRight experience a plus.

Merchants Insurance Group Pay information:

Merchants Insurance Group offers a competitive pay scale. The actual compensation will be determined based upon experience and other factors permitted by law. The pay range for this position is $33,000 - $43,000.

Merchants Insurance Group Benefits:

• Welcoming and positive work environment
• Colleague Appreciation events
• Flexible work arrangements, including flex scheduling and summer hours.
• Hybrid work schedule. The Hybrid work schedule will require 8 full days per month in the office, with the option to work the remaining days per month at home or in the office.
• Flexible work arrangements, including flex scheduling and summer hours.
• Competitive pay scale.
• Generous paid time off package.
• Full Benefits: Health, Dental, Vision, Life Insurance, Short Term Disability, 401(k) employer match amount is 100% up to 6% of your annual contributions. You are immediately 100% vested in the employer match dollars.
• Outstanding company bonus program.
• Tuition Reimbursement

And many more exciting company benefits!! EOE

Experience

• 1 year(s): A minimum of one year customer service experience and or insurance experience.